What this is for
An auto attendant is an automated phone receptionist: it greets callers with a message and lets them select the right contact. In myContactCenter, you also control what happens outside business hours.
During business hours, the announcement system directs callers to the requested team. After hours, it can announce the next opening time and offer to record a message. Time, public holidays, company holidays, dialled number and caller prefix determine the flow.
A caller at seven in the evening hears something other than one at ten in the morning.
Outside office hours a generic message plays. The caller hangs up and does not try again.
The announcement gives the next opening time and offers a call back or a message.
What the module does
Time control
Announcements by time, date, public holiday and company holiday.
Language by origin
The country code determines the announcement and the destination.
Selection
Multi-level menus by keypad or spoken word.
Your own announcements
Upload as WAV or record over the phone.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Control
- Time, holiday, dialling code
- Input
- Keypad or speech
- Deployment
- On premises or data centre
- Configuration
- Graphical process designer
Im Video erklärt
How announcements are steered by time, holiday and area code instead of ringing into the void.
Häufige Fragen
What is an auto attendant?
An auto attendant is an automated phone receptionist. It greets callers with an announcement and lets them select the appropriate team. Contact routing then takes agents’ skills and availability into account.
How does a time-controlled announcement system work?
Define business hours, public holidays and company holidays. In the flow, choose the announcement played during and outside those hours and whether callers can leave a message.
